Our promise to you
Returns & Damage Policy
No hidden fees, ever. If we get something wrong, we fix it — a replacement, a repair, or a full refund. You won't be charged a restocking fee or surprise return-shipping cost for our mistake.
Damage-on-arrival guarantee
Large furniture can occasionally get knocked around in transit. If your item arrives damaged or defective:
- Take a few photos of the damage (and the packaging, if possible) before you sign for delivery if you can.
- Message us on WhatsApp or email within 48 hours of delivery with your order number and the photos.
- We'll arrange a free replacement, repair, or full refund — whichever you prefer. No restocking fee, no return-shipping charge.
7-day hassle-free returns
Changed your mind? You can return most unused items, in original packaging, within 7 days of delivery for a full refund.
- Items must be unused, unassembled (where applicable), and in their original packaging.
- Custom-made or made-to-order furniture is non-returnable unless it arrives damaged or faulty.
- We'll schedule a free pickup for large items — you don't need to arrange or pay for return shipping yourself.
- Refunds are processed to your original payment method within 5–7 business days of us receiving the item back.
How to start a return or report damage
Contact us with your order number and we'll take it from there — most requests are confirmed the same day.
We aim to respond to every WhatsApp message within 2 business hours (Sat–Thu, 9:00 AM–6:00 PM). This policy applies to orders placed on eliteluxuryfurniture.com; it doesn't affect your statutory rights under UAE consumer protection law.